Customer Service Charter

At SMRT Taxis, service is more than a buzzword, it is a way of life and going the extra mile is all in a day's work.

Delivering on our commitment to service excellence means customers:

  • Travel in clean, well-maintained and roadworthy taxis driven by licensed and certified drivers
  • Choose their preferred route and are able to view the metered fare
  • Will receive a receipt on request
  • Can request to have the air-conditioning turned up or down, and the sound system switched on or off

It also means SMRT taxi drivers:

  • Take the most direct and practicable route, unless otherwise advised
  • Extend assistance to passengers with special needs, especially when they are boarding or alighting from the vehicle
  • Maintain a pleasant disposition, and is courteous and helpful at all times
  • Practise safe driving
  • Adhere to traffic rules and regulations
  • Can refuse passengers or terminate a trip if passengers turn violent, misbehave or are deemed offensive

For a safe and pleasant journey, customers can help by:

  • Boarding and alighting at designated taxi points
  • Adhering to the stipulated number of passengers permitted
  • Fastening their seat belt when seated
  • Behaving in a civil and orderly manner when on board
  • Keeping the taxi clean
  • Paying the correct fare and applicable surcharges including ERP and booking charges
  • Using valid modes of payment as displayed in the taxi